MSCrew Troubleshooting

This section provides a list of some common errors that the MSCrew users might come across, while using the application. There is also a section named MSCrew Troubleshooting Tips for a quick rundown of things to check for when having issues.

Error	Description
Incomplete Phone Numbers (Personnel Setup)	MSCrew application does not support incomplete phone numbers. An incomplete phone number saved for personnel through Personnel Setup will produce errors while data is getting exchanged through MoversConnect.
Crew Activity Setup changes not visible instantly	To view changes made in Crew Activity Setup, users must log out and log back in again. The changes will only be visible this way.
MSCrew Login Screen Failed	Crew member attempted to og in to the MSCrew app and received the error “Login failed credentials are invalid or an error had occurred.” To troubleshoot the issue: • Was the user password reset? • Make sure the latest version of MSCrew is downloaded from the app store. • Does the user’s Personnel Setup record have their phone number set as a “Cell” phone? • Confirm Personnel Setup Record is Active.

MSCrew Troubleshooting Tips

The following questions are a general guide to researching some of the common issues affecting MSCrew.

Is the issue occurring on all devices (all users)?

If this is true, then MSCrew may have an issue itself or be out of sync with MoversConnect. To confirm if this is application issue or not, check the following within MoversSuite Administration:

MoversConnect Status

Are all processes active? If the issue is uploading order data or documents, then verify that the identifier “UPMOV” is active and/or check it error log.

MoversConnect Log

Use this tool to see if there are any errors communicating with MoversConnect.

Mobile Api Setup

Verify that MSCrew is active and perform a “Verify/Synchronize all mobile data with MoversConnect.” This will ensure that MoversConnect is able to communicate with mobile users as well as with MoversConnect.

If the issue involves settings that changed recently, then perform the above verify/sync and then ensure that all users log out of the app on their devices and log back in. If the issue persists, check the error logs.

Mobile User Log

If the issue is with specific users, then you can view the log to verify that they are indeed able to be recognized by MoversConnect.

Is the issue occurring on a small number of devices?

The first thing to do in this situation is to have users log out and back into MSCrew to see if that addresses the problem. This resets their local database and connections to it, i.e., provides a refresh of the MSCrew data stored on the device. It also retrieves the latest version of the app.

If the issue continues then is it possibly related to a particular device type or model?

Check to see if the device is compatible or not. Do this by comparing the device information to what is shown through either of the following app stores for compatibility. Below are some common ways to obtain this information.

Android: Check Google Play for compatibility information.

iOS: Check Apple’s App Store for compatibility information.

Get information on the device, which includes version, model, and serial number.

Android: Settings > About phone/device

iOS: Settings > General > About

Lastly, check the version number of the MSCrew app to verify that it is the most recent available. The most recent version is found in Google Play or App Store.

Android: Settings > Apps > MSCrew

iOS: Settings > General > iPhone Storage > MSCrew

Are you having issues with documents?

Note that only leads can annotate, sign, or cache documents.

Offline Documents (Caching)

If you are experiencing an issue caching documents (see MSCrew Offline Documents) and you feel that this process has stalled, please check that your device is connected to wifi or has cellular data on. If your device is connected, you can clear the cache (see MSCrew Account Screen) and log out and back into MSCrew.

If you’re still experiencing issues, see if another lead has this issue as well and, if so, report the problem to EWS Group (open a Help Desk ticket).

Note that documents are only cached on jobs for that current date and the three days prior (i.e., only this four-day spread).

Uploading Documents

If you have an annotated and/or signed document that is not uploading to MoversSuite, then please check that your device is connected to wifi or has cellular data on.

If the device you are using is used by others, then you can also clear the cache (see MSCrew Account Screen), log out and back into MSCrew and attempt to upload the document using the following procedure.

How to upload a document that has already been annotated or signed:

1. Open a job and navigate to the Documents page.

2. Click on the document to open it.

3. Click on “Text annotation” and tap the screen per instructions.

4. Press “Done” before typing anything.

5. Click the green arrow that appears in the upper right of the page and follow the instructions to complete sending the document.

Accessing Annotated or Signed Documents

Annotated and/or signed documents are stored locally to the lead’s device. They can be updated by having them resigned or annotated again. These documents can be emailed and uploaded to the Document Management system for the order in MoversSuite. If there is an issue email or uploading these documents, then reattempt to annotate the document as noted in the above section titled “Uploading Documents.”

Annotated/signed documents only remain on the device while the job is visible on the device. Once the job is removed so are all annotated documents.

What does Support need to assist me in troubleshooting?

If you have gone through the above questions and checked the various scenarios and solutions, then open a Help Desk ticket and provide as much of the following information as possible to assist Support in assessing your situation.

• Device information for some or all devices having an issue.

• Username of the people having issues.

• Detailed description of the issue along with exact wording that appears on the screen or images.

• Date and time when the issue occurred or started.

• Answers to the above questions, including whether or not a log out and back in of the device worked or if the Mobile Api Setup > Verify/Synchronize all mobile data with MoversConnect was performed or not.